Back Office With German
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Mentor's is a head-hunting and direct search company specializing in management and sales positions.Requirements
➢ Native Level Fluency in German and excellent command of English, both verbal and written.
➢ Previous proven customer service experience.
➢ Excellent communication skills and customer focus.
➢ Computer literacy and internet knowledge/experience.
➢ High level of intelligence, reasoning and analytical ability.
➢ Good negotiation skills, empathy and an approachable nature.
➢ Confident verbal communicator and the ability to take decisions.
➢ Strong team player, confident and flexible when required.
➢ Excellent organisational skills with the ability to meet deadlines
➢ Prioritisation skills.
➢ Ability to work under pressure.
➢ Willingness to work out of set business hours – for example late nights and weekends.
➢ Maintain the highest standard of quality and quantity of responses on all Customer related topics and aspects of the role – i.e. general account queries, game play, payment and withdrawal queries, Responsible Gaming and Regulatory Compliance as applicable.
➢ Perform conversion/retention efforts through promotions, events, bonus offers and various outbound projects via telephone, chat and email.
➢ Maximise revenue opportunities by offering relevant deposit methods.
➢ Handle all customer related queries via all contact channels (telephone, chat and emails) and escalate sensitive cases according to set procedures.
➢ Provide translations for the Support Department and any other stakeholder within the Company as may be required.
➢ Test new games, products and software if required, and provide feedback.
➢ Work according to established standards as part of the DE Team alongside the DE Team Leader & Supervisors in the relevant operational location.
➢ More experienced MSRs may be asked to assist with mentoring new team members.
➢ Perform additional tasks as required by the Team Leader, Supervisor, Customer Relations Managers, Operations Managers or HOD.
The work schedule is in shifts within the time range 09.00 am - 01.00 am